Supervisor - Real Time Monitoring Commercial Operations SA at MTN

JOB DESCRIPTION
Team Leader responsibility is to manage a team on individuals and ensure that the below mentioned activities are executed according the agreed timelines and ensure that work delivered is of a high quality. The key deliverables are as follows

• Ensure constant monitoring of systems and interactions, and send reports as required by the relevant business units. Conduct regular tests of systems and monitor service levels at all contact Centre touch points. Ensure that the correct escalation is done within 10 minutes of becoming aware of the issue
• Monitoring of staff adherence and reporting thereof. Testing and monitoring of ACD, e-Gain, Dialer, SMS, Website and other customer interaction channels functionality.
• Assisted information decision making with regards to staffing resources and routing of calls and emails

RESPONSIBILITIES

Real Time Operations Performance 

• Speed of issue identification and management to resolution 
• Quality, accuracy and timing of reports 

Customer satisfaction 

• Meet and exceed predetermined targets 
• Effective dissemination of information and communication with Operations and Support Functions 
• Achievement of customer KPA’s 
• Achievement of internal processes KPA’s

Incident Management 

• Report observed incidentsfrom operations and log with IS or responsible function / operations 
• Liaise with Contact Centre Managers / Supervisors on incident mitigation actions; progress and status reports 
• Assist with IVR messaging for relevant message changes to manage customer experience if impacted by incident 
• Liaise with support functions to manage incident to resolution including IS; Outsource Partner; IVR and Network teams 
• Record incident facts and impacts on agents including date, durations and log numbers

Customer Satisfaction 

• Align service delivery to changing market requirements 
• Understand customer needs and develop and fine-tune systems accordingly 
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures 
• Put contingency plans in place to prevent delays and enhance the customer experience 
• Adopt a proactive approach to prevent problems from arising in the future 
• Initiate change to continually improve all aspects of service delivery 
• Drive continuous improvement as an important element of service delivery 
• Identify trends and patterns pertaining to customer requests and needs and filter this information through to relevant parties to continually improve all aspects of service delivery 

Team Leadership 

• Conduct effective coaching and performance management to develop staff 
• Manage team leave and ensure that the relevant policies are adhered to in respect of the management of the team. 
• Conduct weekly meetings regarding overall team performance and KPI’s 
• Conduct weekly one-on-one sessions with each team member to discuss prior week’s performance as well as delivery 
• Monthly Performance Optimization sessions to be conducted with each team member 
• Effective communication to line managers of all risks that potentially impact on delivery of core function 
• Roll out 1 business improvement team project every quarter. 
• Conduct quality checks on deliverables, communications and reporting on a regular basis and mitigate related risks effectively.
•  Monitor team productivity and performance effectively. 
• Track monitor and manage team shrinkage and ensure related risks are mitigated effectively. 
• Performance management

QUALIFICATIONS

• Minimum of 3-year tertiary diploma (may vary in accordance with country qualification standards) 
• Relevant certification / IT qualification/certificate - advantageous 
• Fluent in language of country with basic command of English
• Minimum 3 years Contact Centre experience 
• 1 Year in a real-time monitoring or workforce management role (advantageous) &/or 
• Leadership experience (advantageous)